If your screen is black or there is no sound from your TV, there are a few simple checks you can perform to resolve the issue.
1. Check your connections
Ensure that the HDMI cable is securely plugged into both your PLEIO puck and your television. Also, check that the power cable for the set-top box is properly connected.
2. Check Mute and Volume Settings
Volume Level: Ensure the volume on your TV is not muted or set too low.
Audio Output: If you are using external devices (like a Bluetooth headphone), temporarily unpair the device.
3. Test Other Channels and Apps
Test Another Channel: Switch to a completely different channel (e.g., from BBC ONE to Channel 4). If the sound works on the other channel, the problem is likely with the original channel's specific stream.
Test an App: Open an app like YouTube. If the sound works fine there, the issue is isolated to the Freely service.
4. Verify the TV input
Your television has multiple HDMI ports. Make sure you have selected the correct HDMI input, using your TV's remote control, that corresponds to the port your PLEIO puck is plugged into.
5. Restart your PLEIO puck
A quick restart can often solve many issues.
Unplug the power cable from the back of your PLEIO puck.
Wait for 30 seconds.
Plug the power cable back in. The puck will restart automatically.